Frequently Asked Questions

If you have a query about your order you may find the answer below. Alternatively you can call our customer service team on 0203 640 7550, e-mail us shop@macmillan.org.uk or fill out the contact us form.

When will my products be delivered?

We plan to get your goods to you within seven days of receiving your order. Personalised items may take up to 28 days and they’re despatched directly from the supplier. Please note that it’s possible for deliveries to take a little longer at peak times.

How do I return products?

You have the right to cancel this contract within 14 days without giving any reason. This cancellation period will expire 14 days after the day on which you (or the person you nominate) received the goods, or received the final item from an order for several items. To exercise your right to cancel you must inform us in a clear statement sent by post or email to the address below.

You may use the model cancellation form if you wish. If you use this option, we will acknowledge receipt via email without delay.

If you cancel this contract, we will refund all payments received from you, including the costs of standard delivery only. We may make a deduction for the loss in value of the goods, if the loss is the result of unnecessary handling by you.

We will make the refund as soon as possible, and no later than 14 days from the day you return any goods, or provide evidence of return. We may withhold the refund until we have received the returned goods, or you have supplied evidence of having sent back the goods, whichever is the earliest.

We will make the refund using the same means of payment that you used for the initial purchase unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Returned goods should be in perfect condition to obtain the full refund and we ask that you arrange and pay for return postage (unless the goods are faulty). If goods are faulty you can request a replacement instead of a refund.

Unfortunately we cannot accept any returns of personalised goods, unless they are faulty. This does not affect your statutory rights.

I have seen a product but it no longer seems to be in stock

How do I change my account information?

If you have registered with us for an account you can change your details by clicking on "log in" on the top right hand section of any page.If you are already logged in, click on my account and amend your details here.

Do you deliver outside of the UK?

Where can I buy Christmas cards on the high street?

You can purchase a selection of our Christmas cards from Cards for Good Causes which have over 300 outlets in the UK, details of which can be found here. There are also a number of high street retailers selling cards on behalf of Macmillan, find out more on our 'shop with our partners' page.

Other Macmillan resources

Please note that we can only accept orders on-line for delivery within the British Isles and British Forces Post (BFPO) addresses. For information about overseas deliveries, call 0203 640 7550. Macmillan Cancer Support Sales Ltd, a company registered in England and Wales. Company number 934859, registered VAT 668265007. Registered office: 89 Albert Embankment, London SE1 7UQ. Macmillan Cancer Support Sales Ltd is a wholly owned subsidiary company of Macmillan Cancer Support (Registered Charity in England & Wales 261017, Scotland SC039907 and the Isle of Man 604) to which it gives all of its taxable profits.